What are the responsibilities and job description for the Call Center Representative, Full-time position at Vimly?

Vimly is looking to hire a Call Center Representatives to answer customer calls, provide information, and resolve issues. The Call Center Representative will also be responsible for guiding customers through troubleshooting accounts, de-escalating situations, and updating customer accounts.

The ideal candidate will be comfortable answering 30-50 inbound calls a day and will need to be technically capable as they will be operating multiple programs on a dual monitor set up.

This role is Full-time, to ensure proper coverage, this role will work during the hours of 8 : 30am-5pm PST with a 30-min. lunch.

Job Responsibilities

Provide dedicated, personalized support customer service and issue resolution over the phone and email.
Complete investigations and answer questions regarding healthcare benefits, claims resolution, payments, reimbursements, denials and general inquiries.
Listen and respond appropriately to customer including the use of techniques to diffuse escalating situations.
Provides accurate, valid and complete information to employers / members by using the right methods and tools.
Be able to maintain confidentiality with shared information.
Make outbound calls to members or employers for additional information or follow up.
Identify and escalate priority issues if cannot be resolved within call center.
Update existing customer information in database systems.
Document all employer / member contacts within call logs and systems.
Process various documents to ensure optimal service.
Utilize computer technology to handle high call volumes.
Other duties as assigned.

What Will Help You Excel

Alignment with Vimly's core values, fundamentals and strategic goals

Excellent verbal and written communication skills

Excellent interpersonal and active listening skills

Problem analysis and problem solving

Customer service orientation

Organizational skills

Attention to detail

Ability to use good judgment

Adaptability

Teamwork

Stress tolerance

Resilience

Qualifications :

High school education or equivalent

1-2 years of experience in a call center or customer service environment handling high volume of calls

3-5 years customer service experience

Employee benefits experience preferred (enrollment, eligibility, claims processing, billing)

Proficient in Microsoft Office Suite required

Data entry and typing skills required

Fluency in more than one language (bilingual) is a plus

What We Offer

Pay rate : $20.50 / hour - $23.00 / hour. This role is non-exempt and eligible for approved overtime. Actual compensation offered may vary depending upon many factors, including a candidate's skills, qualifications, experience, and location.

Vimly has contracted Innovative Employee Solutions (IES) as employer of record for temporary employees assigned to work for Vimly. You may be eligible for the following benefits through IES :

401(k) Retirement Plan

Medical, Dental and Vision Coverage

Voluntary benefits (i.e. Critical Illness, Accident, Hospital Indemnity)

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Commuter Benefits - Transit & Parking

IES Employee Discount Program

Sick time based on State or local requirements

Eligible for same holidays as Vimly employees

Salary : $21 - $23

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